Group Lead-Core IT Service and Support

About This Role

Who We Are :

• CAE Vision : Our vision is to be the worldwide partner of choice in defense and security, civil aviation, and healthcare by revolutionizing our customers’ training and critical operations with digitally immersive solutions to elevate safety, efficiency and readiness.
• CAE Defense & Security Mission : CAE's Defense and Security business unit focuses on helping prepare military customers to develop and maintain the highest levels of mission readiness.
• CAE Values : Empowerment, Innovation, Excellence, Integrity and OneCAE make us who we are and we strive to make a difference in the world while helping each other succeed.

Summary

Provide exemplary leadership for customer service / desktop support team. Applicants must have excellent communication and interpersonal skills.

Assist the manager with additional tasks and reporting responsibilities.

Essential Duties and Responsibilities

• Manages a geographically dispersed team responsible for first line customer service, including incident resolution and requests for new hardware and software
• Manages and prioritizes delivery of client hardware and software
• Generates metrics based on department performance and function
• Effectively manages IT-based projects based on priority and user requirements
• Identifies and evaluates new / existing processes, and provides constructive improvements when needed
• Assists with coordination and communication of software and hardware deployments, both internally and to numerous remote locations worldwide
• Acts as point of escalation for difficult issues or unusual incidents
• Conducts routine surveys of users to determine effectiveness of customer service / desktop support

Supervisory Responsibilities :

• Direct responsibility for assigned team and customer facing deliverables.
• Assigns tasks based on priority and monitors fulfillment of service level agreements at least weekly.
• Provides team members with direction and technical guidance.
• Ensures team members are properly cross trained.
• Supports the manager in maintaining overall company policies and goals and defining high standards within the group.
• Maintains effective communications with other groups in IT and others throughout the company, including corporate IT functions in Montreal, Canada.
• Provides training for new employees and recurrent training for all IT group members.
• Conducts goal setting and performance assessments; provides routine feedback for all individual contributors outside of formal assessments
• Responsible for scheduling Service Desk staff and assisting team when workload or schedule demands it
• Resolves or diffuses conflict, both inside of team and with outside users

Qualifications and Education Requirements

• Bachelor’s degree in computer related field and 6 years Information Systems experience or AA degree in computer related field and 8 years Information Systems experience or 10 years Information Systems experience or equivalent related experience.
• Must possess at least 3 years of recent experience with enterprise IT systems or support of the enterprise IT model or Customer services
• Excellent organizational and time management skills.
• Strong troubleshooting skills based in logic and technical competency
• Excellent interpersonal skills, with the ability to inspire confidence in both users and employees
• Ability to understand the needs of the business and prioritize team efforts accordingly
• Ability to research hardware and software products, licensing and vulnerabilities
• Ability to interpret and process software licensing terminology and vendor compliance agreements.
• Server and desktop software compliance understanding across various technology platforms.
• Ability to work under pressure and deliver results
• Able to generate and teach detailed work instructions to IT staff
• Provide Stellar Customer Service
• Able to manage multiple projects simultaneously and drive them to completion within a given timeline
• Must be able to work flexible schedule with overtime
• The employee is on call 24x7 for the resolution of escalated problems and issues

LANGUAGE SKILLS :

• Excellent verbal and written communication skills required
• Excellent judgment and discretion in handling time sensitive and confidential information.
• Must be able to interface with all levels of management, system users and vendors

MATHEMATICAL SKILLS :

Must be able to produce cost benefit analysis

REASONING ABILITY :

Able to define, collect data, establish facts and draw valid conclusions

CERTIFICATES, LICENSES, REGISTRATIONS :

Good working knowledge of NIST SP 800-171

Security Responsibilities

Must comply with all company security and data protection / usage policies and procedures. Personally responsible for proper marking and handling of all information and materials, in any form.

Shall not divulge any information, or afford access, to other employees not having a need-to-know. Shall not divulge information outside company without management approval.

All government and proprietary information will be accessed and stored electronically on company provided resources.

Incumbent must be eligible for DoD Personal Security Clearance.

Due to U.S. Government contract requirements, only U.S. citizens are eligible for this role.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

• Duties performed in an office environment and manufacturing facility.
• Must be able to work flexible schedule with overtime

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Ability to negotiate stairs.
• Ability to sit, talk or hear, in person, in meetings and by telephone.
• Manual dexterity to operate computers or other standard office equipment; and reach with hands and arms.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job.

Duties, responsibilities, and activities may change at any time with or without notice.

CAE USA Inc. is an EOE / AA employer and gives consideration for employment to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If you’d like more information about your EEO rights as an applicant under the law, please click here .

PAY TRANSPARENCY NONDISCRIMINATION PROVISION The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Position Type

Regular

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Opportunity Employer

CAE is an equal-opportunity employer committed to diversity, equity, and inclusion. As "One CAE," we take affirmative action to ensure equal opportunity for all applicants regardless of race, nationality, colour, religion, sex, gender identity and expression, sexual orientation, disability, neurodiversity, Veteran status, age, or other legally protected characteristics.

If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply.

At CAE, everyone is welcome to contribute to our success. If reasonable accommodation is needed to participate in the job application or interview process, please get in touch with us at .